Any ideas what's going on? Why am I the only one with this issue
Below is the transcript of what they had me go through:
------------------------------------------
------------------------------------------
Please wait for a site operator to respond.
You are now chatting with 'Ned'
Ned: Hello, how may I help you?
Melissa: I have tried a cordless and a traditional phone with a phone cord and both will not register the first few digits that I dial. When I use the softphone the dialing works fine. What could be wrong?
Melissa: I have even plugges the usb cord to my computer without the dongle and nothing has helped.
Ned: Hi
Ned: Please wait while I check that for you
Ned: I have refreshed your magicjack account setting from our server. Please unplug your magicjack now and replug after 2 minutes.
Melissa: Will you stay online while I do this?
Ned: Yes
Ned: I am here
Melissa: thanks
Ned: welcome
Melissa: Ok, I will now plug it back in.
Ned: Please make a test call through your phone jack now
Melissa: Still have the same issue. Softphone works fine but the corded phone will not register the first few numbers for some reason.
Ned: Please click on Menu of dial pad and select Volume/Headset control
Ned: If you are using a headset/speakers, choose "Headset"
Ned: If you are using a phone, choose "Telephone
Ned: Lower the volume for both microphone and speakers to about 1/3 of max
Melissa: The telephone setting was aleady selected. I tried adjusting the volume for the mic and speakers but still no luck.
Ned: Please unplug your phone jack to magicjack and try to use any another phone jack if you have one
Melissa: Still the same issue. Is there a list of phone brands that you have success with?
Ned: I'm sorry for the delay. I'll be right with you.
Ned: .
Ned: Please click the link to download and run the magicJack upgrade:
Ned: http://upgrades.magicjack.com/upgrade/upgrade.exe
Melissa: Still no change to the problem. WHen I pick up the phone, the softscreen comes up right away. So it does recognize it. The problem is that it does not register the select combination of numbers that I use the dial out. For instance it won't recognize 1-6 when I start out with those. Really strange!
Ned: Download and run the Recover Tool from the link below. After running the tool, Unplug your magicJack, wait 30 seconds, and plug it back in.
Ned: http://www.magicjack.com/site/downloads ... _setup.exe
Melissa: After I ran the utility, a message came up stating No Device Found. Is that ok?
Ned: Please unplug your magicJack, wait 3 minutes, and plug it back into another USB port.
Melissa: ok.
Ned: Thanks
Melissa: Ok, plugged it into another USB port and restarted it and still no change.
Ned: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Melissa: Thanks.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Destiny'
Destiny: Hi, This is Destiny.
Destiny: Would you mind giving me a moment to review your past chat?
Melissa: Go ahead.
Destiny: okay
Destiny: One moment please...
Destiny: Thank you for waiting
Destiny: is your MJ plugged in now
Melissa: yes
Destiny: Run this file {USB Driver scrub file by NexCopy}
Melissa: Ok, done.
Destiny: Now please unplug your MJ
Melissa: ok.
Melissa: What's next?
Destiny: Run this file {USB FixIt file from Microsoft}
Destiny: make sure the MJ is unplugged
Melissa: ok.
Destiny: Just inform me when it's done
Melissa: Do I need to restart my system?
Destiny: No
Melissa: Ok, it's done.
Destiny: Please do not restart your computer
Melissa: ok
Destiny: Then please wait for another 2 minutes and plug in back your MJ into a different usb port
Melissa: ok
Destiny: Then inform me if you see your Mj dial pad with a message stock symbol call
Melissa: Ok, the stock symbol call is there.
Destiny: On your magicJack, click menu and volume/headset control. Can you toggle between telephone and headset there?
Destiny: If using a phone, choose "Telephone"
Destiny: If using a headset/speakers, choose "Headset"
Melissa: ok
Destiny: okay
Melissa: Can I try making a call
Destiny: Yes please
Melissa: Still the same issue. Only numbers 7, 8, 9, 0 will register as the first number. 1-6 will not.
Melissa: I have tried 2 different phones one corded one wireless with different cords and there is no difference.
Destiny: Please do these steps"
Destiny: Go to My Computer and look for magicjack drives and removable disk there.
Destiny: Please tell me what letters that indicates the magicjack drives and removable disk.
Melissa: It shows up as CD drive K
Destiny: I will be right with you.
Destiny: may I know what other drive letters you see there
Melissa: a c d e f g h i
Melissa: j is reserved for my external drive
Destiny: Please unplug your Mj and tell me what are the 2 drives that will also disappear
Melissa: just drive k
Destiny: Please press and hold Window key (located on bottom left of your keyboard between ctrl and alt) and press R .
Destiny: Type "devmgmt.msc" (without quotes) and press Enter
Melissa: ok
Melissa: what's next
Destiny: Once there, click "Device Manager"
Destiny: Then click the "+" sign behind the Universal Serial Bus Controllers
Melissa: ok, did it
Destiny: How many entries you have there ?
Melissa: 9
Destiny: You need to right click the first entry, then choose "update driver"
Destiny: then check the "No, not this time" radio button.
Destiny: Then click next. Once there check the "Install from a list of specific location"
Destiny: then click next.
Destiny: then on the next window, check the "dont search. I will choose the number to install" button.
Destiny: Then click next.
Destiny: Then click next again on the next page.
Destiny: Then after the update is done click "finish".
Melissa: Do I need to restart?
Destiny: No ,
Melissa: ok, its done]
Destiny: Please do that to all entries you have there
Melissa: ok, all done
Destiny: May I know if you have any other questions or clarifications to ask?
Melissa: Should I test the majicjack to see if it works correctly?
Destiny: Please do
Melissa: Sorry but the steps above did not help.
Destiny: Okay
Destiny: Click Start Button
Destiny: then click RUN
Destiny: Then in there type: firewall.cpl and click OK
Destiny: Then click OFF ( not recommended ) then click OK
Melissa: Ok, it was set to off since I rely on Norton Security Suite
Destiny: Please turn off your Norton for the meantime,
Melissa: ok, its off
Destiny: Okay
Destiny: One moment please...
Destiny: Click here and run this file {MJ Recover Tool}
Melissa: ok, I ran this before just to let you now. But i'll try it again.
Melissa: Installation completed with Deivice Not Found.
Destiny: Now please unplug your MJ for 20 sec as well as the telephone cord on your MJ port , then plug them all back in back your MJ into a different usb port together with the telephone cord
Melissa: Ok, whats next
Destiny: try to make a call again
Melissa: Still the same issue. 1-6 will not dial as the first digit.
Melissa: I've never had any issues with phones when I had Verizon.
Destiny: Are you using a Router or modem ?
Melissa: Yes.
Destiny: Please turn off your modem and router (if you are using one) for 3 minutes. Then turn them back on again. Now unplug your magicJack and plug back it back in. After it starts up again, try to make a phone call.
Melissa: But this session will disconnect. What else can we try before I do this?
Destiny: Nothing to worry , Please do chat us back if the problem still persist or if you have any other questions. We are willing to assist you on that.
Destiny:
Destiny: You can look for me but if in case i am not available, please inform the operator that will assist you to review your past chats, so that he/she can make it as a reference and also for you not to explain again. ------------------------------------------------------------------
------------------------------------------------------------------
That was over an hour of useless chatting...
